Lumoa

FEBRUARY 9, 2023

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. Support consistent employee training, add customer-centricity into the principles and mission, and involve cx training in the onboarding program.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Playvox

JANUARY 30, 2024

One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification? Why Gamification? Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused.

Gamification 79

Gamification Contact Center Training Feedback 79

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification. Why Does Gamification Work? Maslow’s Hierarchy of Needs Five Stage Pyramid.

Gamification 73

Gamification Contact Center Engagement How To 73

Experience Investigators by 360Connext

JUNE 22, 2021

Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Ask for input – don’t just offer training or webinars that are solely product-centered. Are they asking for follow-up communication or training and not getting it? Others might be motivated by gamification.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

rethinkCX

FEBRUARY 23, 2025

Train Your Data : Feed AI with rich customer profiles for precisionsomething RethinkCX can streamline. Upskill Agents : Train staff to pivot based on sentiment cuesrethinkCX excels at this. Learn how we enhance agent training. Trend 5: Gamified Agent Training for Peak Performance Whats Happening in 2025?

Call Center 52

Call Center Self Service Trends Customer Experience 52

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. What is gamification? Benefits of gamification.

Gamification 59

Gamification How To Contact Center Software Contact Center 59

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver. This is for them, after all!

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Vonage

JULY 22, 2016

Does gamification prevent burnout? Despite a hypothesis that gamification might cause burnout by distracting employees from their job, Toister’s results proved the opposite. Agents who had gamification systems were less of a burnout risk. Though, scoring is not just a gamification need. On the board.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

TechSee

SEPTEMBER 29, 2020

Enhance new hire training with clear workflows. Make sure all your contact center agents have sufficient knowledge, training and resources to adequately address customers’ needs. This starts from the first day on the job. Accelerate resolutions with AI-powered agent assistance. Use automation as a force multiplier.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Calabrio

AUGUST 7, 2019

ICCU invites agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification, scheduling policies, new program rollouts, etc. Every team member—including management—is required to complete each training course with a minimum passing score of 100 percent.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Calabrio

OCTOBER 15, 2019

Idaho Central lets top agents select their schedules and invite agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification and scheduling policies. More than half of Idaho Central’s agents maintain a perfect attendance record. The Engager – Blue Ridge. Cummins Inc.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Talkdesk

SEPTEMBER 8, 2020

With many agents now working from home, consider utilizing dynamic training materials in order to keep them engaged and make sure they retain all the necessary security information and procedures. Turning your coaching strategy into a game will improve training engagement.

Contact Center 71

Contact Center Training Gamification Connections 71

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

Gamification 52

Gamification Call Center Contact Center Employee Engagement 52

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

ShepHyken

JULY 7, 2021

The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. It offered games and puzzles on its website. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Customer Experience 158

Customer Experience Customer Service Gamification Interaction 158

NICE inContact

JANUARY 23, 2019

Gamification encourages agent engagement and drives desired outcomes. Maximize Training ROI: Help Supervisors target specific areas that need improvement by identifying individual training requirements at the agent level.

Contact Center 137

Contact Center Management Gamification Call Center 137

NICE inContact

DECEMBER 5, 2017

Training and development. Onboarding and initial training should ideally be focused on the mission of the company; the why behind every aspect of the job, cultural immersion, and the relationship between them all. Performance Management tools with gamification would be the ideal solution. Motivation. Compensation / benefits.

Contact Center 161

Contact Center Tips Gamification Culture 161

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 6 Do’s and Don’ts for Creating the Best Customer Service Training Program for Contact Centers. #1:

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

CSM Magazine

AUGUST 27, 2024

However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. Who benefits from gamification-based training?

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

Clicktools

JUNE 8, 2017

Many of us are quite familiar with the benefits of gamification in the work place, especially in sales and service environments. Processes and associated scoring in your gamification rules need to be established so that agents can categorize calls that needed additional time or escalation. In that kind of game, everyone wins.

Gamification 53

Gamification Call Center Culture System 53

Optimove

APRIL 27, 2023

By the time you get back to the office, you’ll have spent your entire lunch hour enjoying the fun of app gamification — and with a recent study by App Annie telling us that 70% of the world’s 2,000 largest companies are using gamification in their mobile apps, you won’t be alone. Increased spend?

Gamification 52

Gamification Loyalty Programs Loyalty Study 52

Verint

APRIL 19, 2017

Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”

Gamification 44

Gamification Financial Trends Employee Engagement 44

GetFeedback

APRIL 17, 2019

Let’s face it: however careful you train your service reps, there’s always a chance to get to an agent who just spoke to a very angry client or simply got tired. They solve their puzzle and you take some load off your agents but not at the expense of customer service quality. Reason #4: The desire to avoid bad treatment.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. And that begins with remote workforce training. The New Remote Workplace: 3 Proven Remote Workforce Training Techniques. Contact centers succeed or fail on agent performance.

Contact Center 77

Contact Center Training Gamification eBook 77

Vonage

OCTOBER 22, 2015

Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition. Many employee gamification programs focus on the ‘employee of the month’. Find out how our gamification system, Motivate for Service , could help to keep your team motivated. Video and vines.

Technology 120

Technology Customer Service Gamification Wireless 120

SurveySparrow

APRIL 5, 2022

Post training surveys help you identify the areas of improvement and measure the overall training effectiveness. As the name suggests, post training survey questions are asked after a learner has completed the training course. Here are the different aspects of your training course you can learn and optimize: Structure.

Training 52

Training Survey Gamification Course 52

BlueOcean

DECEMBER 16, 2019

That may mean adding more muscle to your frontlines as they respond to problems originating in the warehouse, or perhaps doing on-demand training to help agents cope with holiday-specific issues. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak.

Contact Center 156

Contact Center Gamification Transportation Travel 156

TechSee

JUNE 25, 2019

These tools include call prioritization, customer identification, recommendation engines and smart agent monitoring and training. Agent training. Contact center decision makers understand that better tools are the key to reducing contact center training times. Gamification.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

BlueOcean

DECEMBER 17, 2018

That may mean adding more muscle to your frontlines as they respond to problems originating in the warehouse, or perhaps doing on-demand training to help agents cope with holiday-specific issues. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak.

Contact Center 136

Contact Center Gamification Retail Course 136

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver. then customer service training is not optional. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Experience Investigators by 360Connext

MAY 19, 2020

If learners are told to “complete this training” as part of employee orientation, they most likely will complete that task. When it comes to employee training, explaining the WHY and not just the what helps learners connect with the overall purpose of your organization and their purpose within it. But WHY should they? Click To Tweet.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Benefits Of Talent Development Initiatives Professional development and training programs create a culture of learning, which is attractive to top-performers. One of the most effective forms of training is peer learning.

Contact Center 88

Contact Center Gamification Measurement Training 88

COPC

MARCH 11, 2024

Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members? Training What is our first-day attendance rate for new hires? Do our learners find the training experience engaging or boring? How do we know?

Call Center 97

Call Center Gamification Contact Center Employee Engagement 97

CSM Magazine

DECEMBER 12, 2019

But, can one train such skills? Gamification in the Decision-Making Process. Experts agree that leaders can align each action’s immediate return with the value of its long-term consequences through gamification. Based on the design and laws of computer video games, gamification is an advanced tool. Author Bio.

Training 52

Training Tools Gamification Strategy 52

TechSee

DECEMBER 16, 2021

Expand training possibilities Getting contact center agent training right is critical to ensuring your customers have the best experience possible. The past standard of all-day classroom-based training is no longer feasible for many call center organizations. And they are also not as effective. Summary.

Call Center 124

Call Center Trends Self Service Contact Center 124

ChurnZero

MARCH 7, 2025

Within your wider company, a successful customer community with self-serve resources and peer learning will add value in three main areas: 1: Customer experience: communities can enhance onboarding, drive retention, and provide customer training. Related: Four engagement strategies for building customer community buzz.

How To 52

How To Roadmap Self Service Gamification 52

NICE inContact

DECEMBER 5, 2017

Training and development. Onboarding and initial training should ideally be focused on the mission of the company; the why behind every aspect of the job, cultural immersion, and the relationship between them all. Performance Management tools with gamification would be the ideal solution. Motivation. Compensation / benefits.

Contact Center 240

Contact Center Tips Gamification Culture 240